Damaged/faulty sofa delivered from DFS

JVRMac

Hi all

I got a new sofa delivered from DFS the other week, the next morning I noticed that the leather on one of the arms is scuffed and you can see the white underneath, also there is a two small cuts like a staple whole on the side of the sofa. I rang DFS up and they are sending someone out to have a look on Tuesday.

What I wanted to know was what are my rights in this situation? I love my sofa but am worried that the leather is really flimsy, it's a leather frame sofa with upholstered cushion. Also I don't want to be fobbed off with a repair, can I insist on a replacement and if I get it repaired what should I be asking from them?

Any help would be gratefully recieved.

DamnedFrustratedwithSofa

JVRMac wrote: »

Hi all

I got a new sofa delivered from DFS the other week, the next morning I noticed that the leather on one of the arms is scuffed and you can see the white underneath, also there is a two small cuts like a staple whole on the side of the sofa. I rang DFS up and they are sending someone out to have a look on Tuesday.

What I wanted to know was what are my rights in this situation? I love my sofa but am worried that the leather is really flimsy, it's a leather frame sofa with upholstered cushion. Also I don't want to be fobbed off with a repair, can I insist on a replacement and if I get it repaired what should I be asking from them?

Any help would be gratefully recieved.

Oh how I sympathise with you, isn't it awful to receive your long awaited furniture in this condition? It simply is shameful of DFS to keep allowing this to happen to people.

Some will say don't let them repair it, ask for a replacement or your money back. I agree.

We have had so many problems with the sofa we purchased and DFS keep wanting to send service reps out, they just don't care. DFS will fob you off with whatever is cheapest for them.

We thought that one problem would be resolved and that would be it...oh no! It is ongoing and now we just wish we had demanded our money back right from the beginning.

Contact consumer direct for more advice, put your complaint in writing to DFS head office, send it recorded delivery. Write to Watchdog, we are doing this because we feel not enough people write in, we shouldn't allow DFS to short change us for an easy life. This is what DFS want, to get rid of you in the cheapest way possible, take your money, thank you and goodnight, much like Terry Tibbs.

Under 'the sale of goods act' you could decline this sofa as being not fit for purpose and demand a replacement. Whether you will get a replacement or not, I couldn't say. Please update as you hopefully progress with DFS.

Best of luck.

squeaky

Hi,

We have quite a few threads on DFS and I've linked a few of the "highlights" to give you an idea of your prospects in this one:-

DFS Woes..not recognising my SOGA right to reject...but offering "upgrade"? (LONG!)

DFS Woes

Gurantee on sofa cushions DFS

JVRMac

Many thanks for the advice, have just read through the other posts and not sure if I'm getting a bit paranoid as my suite has fibre filled cushions and since reading it have noticed that when sitting it seems to slope down, which is a little uncomfortable. At 2 weeks old it still looks fine but think I will definately mention this to the man who comes to inspect it. He's coming on Tuesday so will update once he's been.

Intasun32

JVRMac wrote: »

At 2 weeks old it still looks fine but think I will definately mention this to the man who comes to inspect it. He's coming on Tuesday so will update once he's been.

@JVRMac,

Welcome to the world of happy DFS customers!

The Service Manager will say to you that this is the first time he has heard of the problem with the 'flattening fibres', as I was told. In my case he soon moved on when I asked if he had read some of the many posts that DFS customers had placed on various online forums!

Honesty, quality and DFS are words that don't go together.:rotfl:


https://forums.moneysavingexpert.com/discussion/3100186

:beer:

bifold

Go over your furniture with a finetooth comb list as many faults as you can if wish to reject,A scuff and staple holes to be honest will be treated as minor under SOG,If Dfs upholsterer comes with the correct pigment its half hour job.
but if he needs to strip down the sofa to add fibre to the cushions say then its a major repair under SOG so right to reject.

mrschaucer

The sofa is scuffed so that you can see white underneath. And it's got holes in it. That doesn't sound acceptable to me - the leather is damaged, and as such the OP shouldn't have to put up with it. After all she (?) paid for a NEW sofa, not one that looks as though it's been knocking around for a few months. I really don't see why she shouldn't just reject it as damaged and get another one delivered if she likes the design?

DamnedFrustratedwithSofa

I think you should ask for a replacement, you haven't paid for faulty second hand goods. We have found a staple sticking out of our sofa, the problems are multiplying. The only problem is with getting a replacement, how much more bother could you be in for? I doubt DFS ever make furniture to last very long at all.

We would love the standard of the model we viewed, but doubt even if we stand our ground, a replacement would match up. The shop examples are nothing like what you will get, they are a far better quality.

I think it would be better to get your money back and shop elsewhere, that is if you can.

bifold

The key here is SOGA 1979 the goods are of satisfactory quality free of minor defects,
This is what DFS use to stop you from rejecting the furniture.My rule of thumb if it can be fixed in half a hour its a minor fault,I speak as a master upholster with over thirty years in the trade and yes I once worked for DFS for a short time,please find more faults so you can reject.

JVRMac

OK, so DFS have been out and inspected my sofa, told me that the leather isn't infact leather and will need to order a new arm but not to worry as these just bolt on and off? Also gave me a demonstration on how to "plump" the cushions, told me as long as I looked after it then it would last years?
He also tried to blame the damage on getting it through the door, but told him that it went in easily and was well packaged and I thought it was likely done either before or whilst packaging it.
I asked about replacement and was told not necessary as the part could be replaced and if I wasn't happy after the repair then could look at that possibility, he's said that the part will take about 4 weeks to come in and if I get sick of looking at the white mark then I can just colour it in with a brown felt tip???

To be honest have checked the sofa and can find no other defects except for the long bits of thread hanging off the cushions (he said to just pull them off or cut them) and would probably have not said anything about the cushions except reading the previous links it has made me a bit paranoid. So thought the 4 weeks would give me a better idea on how the suite is shaping up.

Am I a pushover or what???

bifold

JVRMac wrote: »

OK, so DFS have been out and inspected my sofa, told me that the leather isn't infact leather and will need to order a new arm but not to worry as these just bolt on and off? Also gave me a demonstration on how to "plump" the cushions, told me as long as I looked after it then it would last years?
He also tried to blame the damage on getting it through the door, but told him that it went in easily and was well packaged and I thought it was likely done either before or whilst packaging it.
I asked about replacement and was told not necessary as the part could be replaced and if I wasn't happy after the repair then could look at that possibility, he's said that the part will take about 4 weeks to come in and if I get sick of looking at the white mark then I can just colour it in with a brown felt tip???

To be honest have checked the sofa and can find no other defects except for the long bits of thread hanging off the cushions (he said to just pull them off or cut them) and would probably have not said anything about the cushions except reading the previous links it has made me a bit paranoid. So thought the 4 weeks would give me a better idea on how the suite is shaping up.

Am I a pushover or what???

Please reject the sofa if you need a new arm thats a major repair,how do you know the new arm will colour match,have the same texture?.In four weeks time it my be deemed that you have accepted these faulty goods.